Problems with EE

Carlos1882

Hi all,

I've only been a customer with EE since February and the service and support I have received so far has been nothing short of abysmal I have to say.

Since Day 1, I have had a problem with my wireless network continually dropping connection when using it. I suspect if it's not the router itself, then the problem lays outside, perhaps with BT's exchange server.

However, I am speculating, as so far I have not managed to get any further when contacting EE (over 30 times now, not counting the times I have been cut off) to getting any closer to resolving this issue.

Every time I contact their technical support team to attempt to diagnose and resolve this issue, I am taken through the same tedious process: check router lights/check connections/check internal socket/change router channel/change micro filter/reset router etc etc. At one point one of the advisers was on the verge of posting out a new router, but held back on the basis that my current router appeared to work again, after a reset. Only to find later that the problem returned... And so began a series of phone calls to EE trying to explain the problem all over again!

I feel like I'm just going around in circles and now at the point where I have neither the time or patience to phone EE and try to unravel this whole problem all over again. It's mentally draining!

However, I cannot help but feel that as a new customer, I am not receiving the best quality service right now, for what I signed up and paid for. I am as a result, considering terminating my contract immediately.

Question, do I have a eligible right to cancel due to poor customer service, or does that only apply in the cooling off period?

Help! I kinda feel I am trapped in a never ending cycle!

Thanks in advance

Kind regards

Carl

JJ_Egan

Wireless is usually user settings/ interference .
Presume you have checked and set your wifi channel .

Possible faulty router but unlikely .
If you measure/ test from the master socket via ethernet cable that should give you your speed .

Suggest you log in to your router and post router stats here .
Poor WiFi does not mean you have a poor connection from your ISP .

Carlos1882

Hi JJ,

Yes, have checked and changed the wireless channel. Speed is fine, on both ethernet and wireless.

As I've already explained to EE, the problem appears to be more evident when using a phone or mobile device. It is not so apparent when using my laptop for example. My friends/family have also experienced this problem when attempting to use my wifi too.

At first I thought it was my iphone, however, this works fine when connected to any other wifi network.

I did briefly get connected to the 'mobile support' team who ran a few diagnostics, only for them to pass me back again to general technical support!

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JJ_Egan

Phone/Mobile and not the laptop suggests its not your supply .
I know one of my phones works well on b/g but not b/g/n . Likewise my old tablet requires smart wifi settings off and 5ghz off .

Note if you terminate your contact . You will need to pay the balance of the remaining months .Failure they simply pass it on to a debt recovery agency and trash your credit record for 6 years .

Carlos1882

Interesting...

I know it's currently set to b/g/n, will switching it to b/g make a difference then?

Is there a setting on my phone I need to change too?

Thank you JJ, you have been far more helpful in an hour, than EE have been in the last month!

DCFC79

What phone is it you have ?

You say iPhone but which 1.

I believe ( could be wrong) whether your router is b/g or n compatible is dependent on your device eg if your router is N and your phone is N then its compatible.

Wireless N is compatible with devices that have the 5Ghz option.

Some wireless routers have a 2.4GHz and a 5GHz for devices that can connect to 5GHz

Carlos1882

iphone 5S